We are looking for:
Technical Customer Service Representative
Belgrade
Introduction (About Fnatic)
We are Fnatic - one of the largest eSports organisations in the world since our founding in 2004, and the home of some of the most successful pro-gaming teams in eSports. Our teams have won multiple championships across various games, and we’re currently active in 6 different eSports - League of Legends, Counter-Strike: Global Offensive, Dota 2, Heroes of the Storm and Smite. Our vision is to become the dominant, largest and most engaging eSports brand and community worldwide, and the global leader in competitive gaming. Our audience and community are legion - Fnatic has close to 6 million fans and followers alone on social media, with tens of thousands of online viewers watching our pro-gamers and teams every day.
Due to the stellar growth of FNATIC GEAR, we’re looking for a compassionate and energetic Technical Customer Service Representative who will help our customers across the globe with queries they have about our products or anything else.
Context of the role
FNATIC Gear comprises all our products from gaming peripherals and headsets, to apparel and merchandise. As the FNATIC Gear Technical Customer Service Representative you're the first person our customers rely on to help them answer their queries. YOU are the VOICE OF THE CUSTOMER.
The Technical Customer Service Representative handles all customer inquiries in the best interest of the customer and FNATIC, providing a great customer experience.
The Technical Customer Service Representative will work cross functionally with Peripherals R&D and Verification, with Apparel Design, with Supply Chain and Logistics and with Marketing to assure issues are highlighted, to express priorities and get appropriate resolutions for ACCURATE communication with Customers.
Skills we believe are required to be successful
- Bachelor level education is preferred, other levels will be considered based on candidates experience and knowledge.
- Previous technical support experience with PCs and Peripherals is a MUST. Computer and Computer Peripherals working knowledge.
- Windows OS primarily, Linux and iOS/Android/MacOS are a plus.
- Computer power user, DIY builder is a plus, gamer is plus e.g. person who likes to tinker with stuff.
- Track record of over-achieving quota.
- Proactive person, self starter/motivate, always looking to improve the process, not shy to ask for help or discuss issues and improvements.
- Strong phone contact handling skills and active listening.
- Familiarity with CRM systems and practices.
- Excellent communication and presentation skills.
- Ability to multi-task, prioritize, and manage time effectively.
- Customer orientation and ability to adapt/respond to different types of characters. In fact, you can win over even the most difficult customer and leave them thinking they’ve just had the best support experience ever.
- We’d like you to have a healthy passion for gaming and eSports since that’s what most of our customers are passionate about. However, you have an even bigger passion for helping out our customers.
- Fluent in written and verbal English is key. Being versed in one or more of the following other languages is a big plus:
- German;
- French;
- Spanish;
- Italian.
Other things you should know
Responsibilities
- First and foremost, your role is to answer questions of our customers and fans in a timely manner and help them until their query has been resolved, through phone, email or chat. You are the FRONT LINE in customer interface, you are the VOICE OF THE CUSTOMER.
- You own the escalation process of inbound support requests. As expected to offer improvements to the process.
- You MUST be SUPER PASSIONATE about helping our customers and fans, you make sure you’re always up-to-date about the latest on our products, teams and events. If needed, you reach out to the appropriate persons and read product manuals.
- You also have full knowledge of FNATIC’s and its competitors’ online warranty fulfillment process, the limited warranty policy, and other relevant services and you can explain these to our customers when needed.
- You manage returns (RMA) from customers and distributors ensuring proper and timely RMA resolution.
- Besides the incoming queries, you scan social media and forums for the queries and comments that don’t always make it our way. If appropropriate, you provide support and information on these platforms also.
- You provide weekly reports (or as appropriate) on the queries that came in, so the FNATIC team has an understanding of what customers might be struggling with, and so we can improve our products and services.
- To help our customers better, you contribute to building and maintaining a ‘knowledge base’ for our customers which is basically a large FAQ section with information, answers, downloads, etc. on our website.
- We will ask you to participate in all kinds of projects that help to improve the overall customer experience. In the end you’re the person that might learn most about our customers. Again, you must be passionate about delighting customers and you are EXPECTED to be “pushy” in promoting customer interests and improvements to our process. You are expected to offer solutions and not just bring up problems.
- You build sustainable relationships and trust with customers through open and interactive communication.
- Last but not least, you put a smile on the face of our customers and fans whenever they reach out!
Typical Tasks
- Reviewing customer issues, messages and respond accordingly.
- Preparation and production of Amazon invoices.
- Participating in the production of weekly and monthly reports.
- Active response and presence on social networks.
- Coordination with Amazon representatives about solving clients issues and appeals.
- Monthly counterfeit goods scanning.
- Bi-weekly Amazon review check.
- RMA handling requires and their proper storage in the RMA Log.
- Active creation of Q&A sheet.
- Attend on regular core meetings or, if necessary, at other Fnatic department meetings.
- Regular filling and making gear issues sheets accordingly.
What we have to offer
- This is a fantastic opportunity for someone with fresh ideas and a can-do attitude to work within a well-established company alongside enthusiastic team of people and move forward in the creative world.
- What we further have to offer you:
- The opportunity to work for the largest and most recognisable global brand in one of the most exciting and fastest growing industries - esports;
- Working with talented, international and driven team of people;
- Fast-paced, fun and friendly team working environment;
- Office in the heart of Belgrade;
- You’ll be given independence which will allow you to grow quickly and gain a lot of experience in a constantly growing industry;
- Full benefits package.
Deadline for applications: 11.05.2018.